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Please use this identifier to cite or link to this item: http://dspace.lib.cranfield.ac.uk/handle/1826/4729

Document Type: Article
Title: Warranty claim analysis considering human factors
Authors: Wu, Shaomin
Issue Date: Jan-2011
Citation: Shaomin Wu, Warranty claim analysis considering human factors, Reliability Engineering & System Safety, Volume 96, Issue 1, Special Issue on Safecomp 2008, January 2011, Pages 131-138
Abstract: Warranty claims are not always due to product failures. They can also be caused by two types of human factors. On the one hand, consumers might claim warranty due to misuse and/or failures caused by other human factors. Such claims might account for more than 10% of all reported claims; on the other hand, consumers might not be bothered to claim warranty for failed items that are still under warranty, or claim warranty after they have experienced several intermittent failures. These two types of human factors can affect warranty claim costs. However, research in this area has received rather little attention. In this paper, we propose three models to estimate the expected warranty cost when the two types of human factors are included. We consider two types of failures, intermittent and fatal failures, which might result in different claim patterns. Consumers might report claims after a fatal failure has occurred, and upon intermittent failures they might report claims after a number of failures have occurred. Numerical examples are given to validate the results derived.
URI: http://dx.doi.org/10.1016/j.ress.2010.07.010
Appears in Collections:Staff publications - School of Applied Sciences

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